BSM motoring lessons drove us to distraction

We booked driving lessons and a simulator session with BSM for our son using £200 of Tesco vouchers. There was only one BSM person working at the simulator centre. She finished his session 30 minutes early and we did not get the service we expected. The instructor failed to arrive for his first driving lesson.

BSM offered two free simulator lessons – we declined as it involved an 80-mile round trip. We asked for our vouchers back and was promised a phone call. A month later, I was told I should have complained in writing. JA, Pontypool, Monmouthshire

BSM has agreed to reimburse you for the Tesco vouchers but insists you return the BSM books and CD-ROM. I asked if you could keep them as compensation but BSM refused. It has, though, repaid the cost of postage, refunded the value of the vouchers and sent £20 of vouchers to spend in high street stores.

You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.